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An HP desktop or notebook PC may unexpectedly display a blue screen error (BSOD) and restart, freeze, or fail to start Windows normally.
A blue screen occurs when Windows encounters a serious problem that prevents the operating system from continuing safely. The screen may display a stop code or error message that can help identify the underlying problem.
Examples of blue-screen errors include:
SYSTEM_SERVICE_EXCEPTION
KERNEL_SECURITY_CHECK_FAILURE
UNEXPECTED_KERNEL_MODE_TRAP
VIDEO_MEMORY_MANAGEMENT_INTERNAL
Other Windows stop codes bluescreen b8be1e38
A BSOD is an indication that Windows encountered a critical system problem. The underlying cause can vary.
Possible causes include:
Corrupted or incompatible device drivers.
Recently installed software or Windows updates.
Corrupted Windows system files.
Faulty or incompatible hardware.
Memory (RAM) problems.
Storage-drive problems.
Graphics driver or graphics hardware problems.
BIOS or firmware-related issues.
Overheating or unstable hardware.
Malware or security software conflicts.
Damaged Windows installation.
The blue-screen message alone does not always identify the defective component. The displayed stop code, recent system changes, diagnostic results, and Windows crash information should be considered together.
Troubleshooting Steps
1: Record the Blue Screen Stop Code
When the blue screen appears, record the following information:
Take a photo of the blue screen if necessary.
Record the Stop code.
Record any additional file name or error message displayed.
Note what the PC was doing immediately before the crash.
Determine whether the problem occurs:
During startup
During normal Windows use
When launching a particular application
During gaming or other high-performance tasks
After installing an update or driver
2: Restart the Computer
If Windows restarts normally after the blue screen:
Allow Windows to complete the restart.
Sign in normally.
Check whether the problem occurs again.
If the blue screen was a one-time occurrence, continue monitoring the computer.
3: Disconnect Recently Added Hardware
If the problem began after connecting or installing new hardware:
Shut down the computer.
Disconnect nonessential external devices.
Leave the keyboard, mouse, display, and required power connections attached.
Start the computer.
Check whether the blue screen occurs again.
4: Start Windows in Safe Mode
If Windows cannot start normally, use Windows Recovery Environment (WinRE) to access Safe Mode.
If Windows starts:
Open Settings.
Go to System > Recovery.
Under Advanced startup, select Restart now.
After the computer restarts, select: Troubleshoot > Advanced options > Startup Settings > Restart.
Select Safe Mode or Safe Mode with Networking, as appropriate.
5: Remove Recently Installed Software or Drivers
If the problem began after installing software or a driver:
Start Windows normally or in Safe Mode.
Open Settings > Apps > Installed apps.
Locate recently installed software.
Uninstall the suspected application.
Restart the computer.
For recently installed drivers:
Right-click Start.
Select Device Manager.
Expand the appropriate hardware category.
Right-click the suspected device.
Select Properties.
Select the Driver tab.
If available, select Roll Back Driver.
Restart the computer and check whether the blue screen returns.
6: Install Windows Updates
Outdated Windows components can contribute to system instability.
Open Settings.
Select Windows Update.
Select Check for updates.
Install available updates.
Restart the computer.
Test the PC again.
7: Update HP Drivers and Firmware
Install drivers and firmware intended for the exact HP product model and product number.
Pay particular attention to:
BIOS
Chipset
Graphics
Storage
Wireless
Bluetooth
Audio
Other drivers associated with the stop code
Use the HP support site to locate drivers for the exact computer model.
8: Run HP Hardware Diagnostics
Use HP PC Hardware Diagnostics to check the computer's hardware.
Turn off the computer.
Turn it on and repeatedly press Esc.
When the Startup Menu appears, press F2.
Select the available hardware diagnostic tests.
Run the appropriate tests, including:
Memory
Storage/SSD/HDD
Processor
Other available component tests
Allow each test to complete.
9: Check Windows System Files
If hardware diagnostics pass, corrupted Windows system files may be contributing to the problem.
Open Command Prompt as administrator and run:
DISM.exe /Online /Cleanup-Image /RestoreHealth
After DISM completes, run:
sfc /scannow
Allow each command to finish before proceeding.
Restart the computer and test Windows again.
10: Check for System Restore
If the blue-screen problem began recently and System Restore points are available:
Open Windows Recovery Environment.
Select Troubleshoot.
Select Advanced options.
Select System Restore.
Choose an appropriate restore point created before the problem started.
Follow the on-screen instructions.
System Restore can help reverse recent software, driver, or configuration changes without removing personal files.
